Dear Zendesk Customers,
Amisha Sharma here, Product Manager for Reading & Writing Experience.
The Agent Workspace PM roundtable session this week was a resounding success—thanks to all who attended! We shared our direction for the year on what's coming, and on what we’re working on but will take us a little longer to deliver.
Your feedback and the questions you all raised are precious to us. Thank you so much for engaging with us in the chat and for coming off mute to ask us questions in person—we loved it!
We learned a lot from you all about the ways you want us to keep enhancing the reading experience in ticket UI to quickly gather the ticket context and help agents read faster and inturn be more productive when resolving tickets. Here are a few of our top takeaways from the session:
On our new UI approaches:
- Colors to distinguish between agent and end user messages seem like the right direction.
- Keyboard controls to skip through messages is helpful to navigate.
- Channel icons help gather the channel information quickly.
You want more ways to customize the look and feel of conversation log, like:
- Ability to decide how messages should be aligned, agent on the right, end user on the left or all on the left.
- Ability to change the font size and message background colors.
Feedback on the proposed "Pinned Note" feature:
- You loved the idea of pinning an important note.
- Majority of you expected to be able to pin an existing internal note instead of creating a new one.
- You expect the note to live in the conversation history in the event it is unpinned. Auditing is a major requirement for this feature. Every comment needs to be captured and scanned.
- You also expect triggers to work well with pinned notes.
Feedback on the proposed "Collapsed Messages" feature:
- It will be a big help for the lengthy or detailed messages.
- You would like Ctrl + F to work for the collapsed details as well.
Thank you for providing all the valuable insights as we work towards making the current reading experience more efficient. We will continue to provide updates as we work towards releasing some of these features. Please continue to provide your valuable feedback here.
See you all in the community.
Amisha Sharma, Lucy Liao, Rachna Keswani, Lisa Kelly
Resources from our event